客户知识管理系统的应用研究

The Application Research of Customer Knowledge Management System

随着信息经济时代的到来,客户成为企业的重要资源。有效地利用客户的知识,不仅可以使客户关系管理更加符合顾客的要求,也使企业的发展更加贴近市场的要求。为此,探讨了客户知识管理的过程,同时用客户知识管理系统的方式描述这一过程,并建立一个客户知识应用系统模型,以有效管理和应用收集而来的客户知识。

Since the coming of information age, customers have become the important resource of company. Taking advantage of customers’ knowledge effectively, not only can company satisfy its customers well, but also can develop according to requirement of market. The paper discusses the process of customer knowledge management, and describes it as a customer knowledge management system. And finally, sets up a customer knowledge application system in order to use the customer knowledge effectively.